Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Pointillist

JANUARY 19, 2022

Let’s dive into three significant reasons why traditional survey feedback and CX measurement approaches fall short. But it’s hard to know where to start if you’re relying on survey feedback too heavily. Customer Feedback Doesn’t Tell the Whole Story. You collect feedback and iterate. But it has its limitations.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Michel Falcon Experience

APRIL 11, 2019

I remember speaking to my manager. Eventually the first big boy/big girl client that I got was Verizon Wireless. When I’m asked what is the ROI of this, what is the ROI of that? Truth be told, I started my career as customer experience management being the thing. Managers are not allowed in the meeting.

Culture 60

Culture Leadership Hospitality Meeting 60

Michel Falcon Experience

JULY 17, 2015

Keynote: Verizon Wireless Retail Summit. But I didn’t commit my career to customer experience management because delivering great service makes people smile. There will always be a positive ROI when you invest in your customer experience. It’s the foundation that I’ve built a profitable company from.

Industry 60

Industry eBook Employee Experience System 60

Bold360

DECEMBER 1, 2016

Webb is a certified management consultant who works with the top brands in the world. He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. Ben Harris. Angie Stocklin. Scott Cundill.

Software 40

Software Customer Experience Company CRM 40

Pointillist

AUGUST 26, 2019

Enterprise customer feedback management platforms are available from Medallia, Qualtrics, Clarabridge and others. Analyze NPS within a Journey-based Context “An understanding of customer feedback doesn’t tell you all you need to know about your customers’ experiences.

NPS 79

NPS Strategy Net Promoter Score How To 79

Michel Falcon Experience

FEBRUARY 11, 2019

The first is if we strip away what industry that we operate within, the common denominator that we have is that we’re trying to manage human behavior within the workplace and outside of the workplace being our vendors, our business partners, and of course our customers. A, there’s two key reasons. More profit.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

I recognize that there’s a couple big ballers in the audience that have billion dollar companies and, I’m not there yet, but if we strip everything away, the industry and the size of the company, what the commonality is, is we’re managing one thing: human behaviour.

Culture 12

Culture Employee Engagement Company Engagement 12